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Complaints Procedure

 

Raising queries or concerns with us

All firms of Solicitors are obliged to attempt to resolve problems that clients may have with the service provided.  If at any point you become unhappy with the service we provide to you, then please inform us immediately so that we can do our best to resolve the problem for you.  We value you and would not wish to think you have any reason to be unhappy with us.

Bird & Co Solicitors LLP are committed to high quality legal advice and client care.  If you are unhappy about any aspect of the service you have received, or about the bill, please contact Christopher Milligan in writing at our office address above.  We have a procedure in place which details how we handle complaints which is available from Sarah Foss at our Grantham office.

The firm usually has 8 weeks to resolve your complaint to your satisfaction.

To ensure that you are fully conversant with your rights, I am providing you with the address etc of the Legal Ombudsman. This information is of relevance because as long as you have allowed us eight weeks to attempt to resolve your complaint, then if you still remain dissatisfied with our decision, you can refer that complaint to the Legal Ombudsman:

  • by calling 0300 555 0333 (or if overseas +44 121 245 3050) 8.30am to 5.30pm Monday to Friday
  • or by e-mailing  enquiries@legalombudsman.org.uk
  • or if preferred by writing to:       

Legal Ombudsman

PO Box 6167

Slough

SL1 0EH

www.legalombudsman.org.uk

 

Individuals have the right to complain to the Legal Ombudsman but not all clients are eligible to do so.  Certain entities are not eligible to make a claim to the Legal Ombudsman, for example certain Businesses, Charities, Clubs/Associations, Trusts, Personal Representatives and Beneficiaries, unless certain conditions are satisfied.

If we are unable to resolve your complaint then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about service issues with lawyers.

The Legal Ombudsman ordinarily expects complaints to be made to them:

  1. within one year of the date of the act or omission about which you are concerned; or
  2. within one year of when you should have reasonably known that you had cause to complain.

You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.

However, there are certain exceptions to the eight week and 6 month timescales where you can refer your complaint to the Legal Ombudsman without waiting for either eight weeks, or if the 6 months have elapsed since the Firm’s written response to your complaint.  You will find full details of the Legal Ombudsman’s Scheme rules at www.legalombudsman.org.uk.

In summary:

  • You must register your complaint with us within the timescales
  • The Legal Ombudsman expects you to give us 8 weeks to try to resolve your complaint
  • After this time, you can contact the Legal Ombudsman (but you must do so within 6 months)

Contact Details

The Legal Ombudsman can be contacted using the following details:

Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ

Email: enquiries@legalombudsman.org.uk

Telephone: 0300 555 0333

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.

Getting Started

To register a formal complaint, please write to us and include all the information suggested by the Legal Ombudsman - their website includes some useful checklists and sample letters.